Echopath LLC

Job DescriptionJob DescriptionSalary: Salary Range: $80,000$95,000 DOE About Us: Echopath is an Indianapolis, IN-based IT Managed Services provider. We deliver IT projects, systems administration, help desk, and strategic planning services to clients across the United States. Our team takes pride in ensuring clients get the best solutions for their businesses. By combining a deep understanding of technology and their organization, we become our clients trusted partners in IT. At Echopath, we don't just talk about our four core valueswe live them every day: Be Compassionate Exhibit no drama Own it! Achieve Lifelong Learning If you're looking to join a team that values people as much as performance, Echopath might be your next home. Job Summary: Echopath is looking for a Tier 3 Service Engineer to act as the highest technical escalation point within our Service Operations team. In this role, youll take ownership of the most complex issues across servers, virtualization, networking, firewalls, cloud platforms, and backup systems for our managed services clients. Beyond resolving tough problems, youll help strengthen our environment by identifying root causes, reducing recurring incidents, improving documentation and standards, and contributing to automation efforts. This position requires someone who is highly technical, calm under pressure, and committed to delivering a great customer experience. While you may provide technical insight for projects or solution design, your primary focus is advanced service delivery and escalation support. Larger implementations and formal project work are typically handled by Account Management or Solutions Engineering unless specifically assigned. A key part of this role is recognizing when an issue moves beyond support scope and ensuring it is transitioned appropriately. Requirements: 6+ years of handson experience in systems administration, infrastructure support, or managed IT services Strong experience supporting Microsoft environments, including Windows Server/Windows desktop platforms Experience with virtualization and infrastructure technologies such as Azure, VMware, and/or HyperV Strong understanding of networking and security concepts, including firewalls, routing, switching, VPNs, VLANs, access control, and network troubleshooting Experience with managed backup and disaster recovery solutions (Veeam, Datto, Unitrends, etc.) Working knowledge of cybersecurity best practices, including identity and access management, authentication, endpoint security, encryption, and risk reduction Ability to create clean, useful documentation and improve operational processes Strong written and verbal communication skills, including the ability to explain technical concepts to both technical and nontechnical audiences High level of accountability, ownership, and followthrough Strong analytical and problemsolving skills with a focus on root cause analysis Adaptability in fastmoving or complex environments Reliable transportation and willingness to travel as needed Bachelors degree in a technologyrelated field, or equivalent professional experience Relevant certifications (Microsoft, VMware, Cisco, CompTIA, etc.) preferred Responsibilities: Serve as a key member of the team handling the highest points of technical escalation Troubleshoot and resolve complex issues involving servers, virtualization, networking, firewalls, backups, cloud systems, and core business applications Lead troubleshooting efforts for highimpact incidents and recurring technical problems Resolve issues requiring advanced analysis, crossteam collaboration, or vendor coordination Take full ownership of escalated issues, including communication, documentation, followthrough, & resolution Perform root cause analysis for recurring issues, major incidents, and service disruptions Recommend and implement corrective actions that reduce repeat incidents and improve longterm stability Improve alerting, monitoring, patching, backup reliability, and other operational controls Identify patterns in escalations and work with leadership to address systemic issues Use scripting and automation (PowerShell, RMM tools, etc.) to streamline administration, troubleshooting, and remediation Create or enhance automation for system maintenance, reporting, patching, health checks, and other operational tasks Identify opportunities to eliminate repetitive work and reduce unnecessary escalations Contribute to the development and refinement of technical standards and service management practices Create and maintain technical documentation, including SOPs, diagrams, knowledge articles, and standards Ensure troubleshooting steps, changes, and environment details are documented accurately Support the development of runbooks and repeatable processes to enable lower tiers to resolve more issues independently Mentor Tier 1 and Tier 2 engineers through guidance, escalation feedback, and knowledge sharing Improve the quality of escalations by coaching lower tiers on troubleshooting, documentation, and decisionmaking Collaborate with service leadership, project teams, and vendors to drive positive outcomes for customers Take responsibility for issues, not just tasks Follow priority guidelines, service processes, and escalation expectations Maintain accountability to SLAs, KPIs, documentation standards, and communication expectations Participate in the oncall rotation and provide afterhours support as needed Represent Echopath professionally with customers, vendors, and internal teams Assist other engineers by documenting resolutions thoroughly and accurately Achieve and maintain relevant vendor certifications What We Offer: At Echopath, we believe that great work starts with a great environment. We're proud to offer a competitive benefits package and a culture that supports your growthboth professionally and personally. Competitive salary Health, dental, and vision insurance 401(k) with company match Hybrid work Generous Flexible PTO and paid holidays Flexible Spending Account (FSA) 100% employer-paid basic term life & AD&D insurance Ongoing training and certification support A collaborative, tech-forward culture Flexibility and support to help you thrivepersonally and professionally